The CRM trust gap describes a difference between a brand's confidence in personalization and customers' lived experience. In Braze's 2026 survey, 93% of marketing leaders said AI helps them understand customer needs accurately, while 53% of consumers said brands predict their wants well. These are responses to different questions from different groups.
The two demo bars compare those survey responses. Their difference is not an individual customer's satisfaction gap.
Do not judge personalization solely by internal click rates. Include feedback on irrelevant messages and data use.
When to use
Use it to check customer experience and data trust before expanding AI personalization.